Refund policy
Return & Exchange Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at support@primeaura.com.co. Please note that returns must be approved before being sent back, and items returned without prior authorization will not be accepted.
Refund Policy
Please note that we do not offer refunds for returned items.
However, if you receive an item that is defective, damaged, or incorrect, you must contact us within a reasonable time after delivery. Once verified, we will offer a full refund or replacement at no additional cost.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if the item is defective, damaged, or incorrect so we can resolve the issue quickly.
Exchanges
We do not offer direct exchanges. If you wish to change an item, you may return it (if eligible), and place a new order separately.
Non-Returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (e.g., food, flowers, plants)
- Custom or personalized items
- Personal care products (e.g., beauty items)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason. Items must still be in their original condition, unused, with tags and packaging.
Processing
Once your return is received and inspected, we will notify you of the outcome.
If your case qualifies under our defective/damaged item policy, your refund will be processed within 10 business days to your original payment method.
If you have any questions, feel free to contact us at support@primeaura.com.co.